MCR 309 –CUSTOMER RELATIONSHIP MANAGEMENT1 Part –A Question –1 1.0Customer Relationship Management Customer Relationship Management (CRM) is a tactic for organizations to accomplish its communications with its clients and potential customers. Customer Relationship Management system is necessary instrument for any organizations that helps to oversee clients, sales and marketing. The goal of Customer Relationship Management is to have a “360-degree sight” of the client, with all data about the customer saved in unique place. (Rouse, 2018) As a substitute of misrepresenting databases and transcripts, Customer Relationship Management system lets preserve exact histories of phone calls, emails, consultations, discussions, citations and also can share this data with peers, forward plan efficiently and offer customers the accurate level of interaction and provision. (Rouse, 2018) 1.1 The advantages of personal selling and their contribution to (CRM) effort Following are the advantages of personal selling –1.1.1Dual communication Personal selling is the finest technique for dual communication for sellers. They can either afford essential information to clients about the offer of organization or can assemble data from clients. Clients can enthusiastically implicate with sellers to resolve their uncertainties and oppositions. (Suttle, 2018) 1.1.2 Individual attention Marketing and advertising are between mass communication tools. They do not provide personal requirements. Personal selling emphases on individual complications of clients. It is moderately more efficient. (Suttle, 2018)
MCR 309 –CUSTOMER RELATIONSHIP MANAGEMENT3 Question –2 2.0Various advantages and disadvantages of Customer Relationship Management (CRM) with examples Customer Relationship Management (CRM) can have a great effect on company income.